August 30, 2016

What are the rights of EU consumers when shopping online?

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When buying goods or services online in the EU, consumers have the right to cancel and return their order within 14 days, without any reason. (Please note that some exceptions apply, for example personalised or perishing goods). This is also called the right of withdrawal.

Also, if the trader has not met the information requirements (which you can learn more about in this article), the right of withdrawal may be extended to 12 months.

The minimum guarantee afforded to EU consumers is 2 years. Within this period, the seller must repair, replace or give a price reduction or full refund, if the goods prove to be faulty. Some time limits may apply, for example after the first 6 months, consumers have to prove that the goods were faulty at the time of receipt.

The consumer protection rights are there, consumers just need to act on them. That is the reason why we have created My Online Rights – to educate and help consumers understand and enforce their online shopping rights.

Our free and easy online tool will help you understand whether you are entitled to any reimbursement or redress in under 2 minutes.  You can also download one of our Free Complaint Letters, or directly apply for Online Dispute Resolution representation with My Online Rights.